Setting up integration with Remedy with Smart IT to automate incident generation

Integrating Remedy with Smart IT product with BMC Client Management (BCM) enables administrators to automatically generate incidents in Remedy with Smart IT based on events that are defined in BCM. In BCM, an event is a significant action or occurrence in a system or application that needs to be reported to administrators. When an event occurs, an alert is generated in the BCM console. This alert then causes Remedy with Smart IT to generate an incident and send a notification to the administrator. An incident is a type of ticket that is generated in Remedy with Smart IT and contains details about an event.

For example, a Remedy with Smart IT administrator can subscribe to an event that is generated when an error happens on a BCM agent. When this event occurs, BCM generates an alert, which causes an incident to be created in the Remedy with Smart IT application.

Integration between BCM and Remedy with Smart IT applications is a two-way communication.

The following steps are required to integrate Remedy with Smart IT in BCM.

Before you begin

As a BCM administrator who is integrating Remedy with Smart IT with BCM, you need to have the following information:

Login credentials of the Remedy with Smart IT administrator
Remedy with Smart IT server URL to integrate with BCM
Notification events that the Remedy with Smart IT administrator wants to monitor in BCM

Identifying events for monitoring assets in BCM

If you are a Smart IT administrator for your organization, you need to identify events that can be monitored by BCM. To identify events that can be monitored by BCM, see Events defined for notification.

Request that a BCM administrator define these events when integrating these applications.

Creating an integration with Remedy with Smart IT

From the console menu, select Edit > Create Integration

In the BMC Integration wizard, enter data into the following fields:

Parameter	Description
Instance Name	Enter a name to identify the integration. For example, Remedy with Smart IT integration.
Application Type	Select Remedy with Smart IT.
User name	Enter a valid Remedy with Smart IT administrator name.
Password	Enter the administrator password.
Application URL	Enter the URL to access the Remedy with Smart IT web server. http://<midtier_server>:<port>/arsys/services/ARService?server=<servername> To verify that the URL is valid, click Check Connection.
Language	Select the language in which incidents will be created. All console languages are available.

Note

If the Check Connection action fails, BCM cannot integrate with Remedy with Smart IT and the Next button is not enabled.

Click Next to view the Event Subscriptions window.
From the available event types, click an event type and select alert notifications for which you want an incident ticket to be created in the Remedy with Smart IT application.
Repeat step 4 to change alert notifications.
Click Finish.

After you integrate BCM with Remedy with Smart IT, the integration details are populated on the BCM console as a new integration link in Global Settings > External Integration.

Results

The integration results in one of the following possibilities:

A successful integration is created under the Global Settings > External Integration.
Connection tests do not pass because of incorrect web server URL, incorrect URL syntax, incorrect server names. Contact the Remedy with Smart IT administrator.
The integration cannot be completed because Remedy with Smart IT administrator credentials is incorrect. Contact the Remedy with Smart IT administrator.
An integration is created without enabling any notification events for BCM.

Tracking notification events and alerts in BCM

BCM administrators can track all the events and alerts generated for Remedy with Smart IT product on the BCM console. The Alerts and Events link on the BCM console contains the lists of notification events and alerts generated by BCM. For example, if you subscribe to an event that detects an error on a BCM agent, the Alerts and Events window in the BCM console captures the alert generated for this event. For more information about tracking events and alerts, see Tracking shared events.

Updating notification events in BCM

Events are classified into different functional areas managed by BCM. These areas include BCM Application, Discovery and Inventory, Applications and Application Licensing, Compliance, and Agent-based Monitoring. Based on your organization needs, you can change notifications.

From the BCM console menu, select Global Settings > External Integration > Remedy with Smart IT integration.
On the Notification Events tab, double-click an event to open the Event Subscriptions window.
Select new or clear existing notification events.
Click Finish.
The Notification Events tab is refreshed to show the latest updates.

Troubleshooting

The following table lists possible issues when integrating with Remedy with Smart IT.

Issue Cause Solution

BCM cannot connect to Remedy with Smart IT server

The URL to access Remedy with Smart IT is incorrect.
The server instance cannot be accessed.
The server is down.
The user name, password, or both are incorrect.

Possible solutions:

If the URL is incorrect, ensure that URL follows this format,
http://<midtier_server>:<port>/arsys/services/ARService?server=<servername>
If the server instance cannot be accessed or the credentials are incorrect, check with the Remedy with Smart IT administrator.

Incidents are not generated in Remedy with Smart IT Notification events are not defined in BCM. Contact the BCM administrator to verify whether the required notification events are defined in BCM.

Where to go from here

When setting up an integration between BCM and Remedy with Smart IT, you need to configure both the applications. As a Smart IT administrator or a Smart IT service desk technician, you need to perform specific configurations in Remedy with Smart IT. For more information about integration steps for Smart IT, see Integrating Smart IT with BMC Client Management: 1.5.01 and later